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Helpdesk Support Technician
Ref No.: 18-13509
Location: Philadelphia, Pennsylvania
Princeton Information is seeking a Helpdesk support technician for a major client @ Philadelphia, PA

Job Description is as below

Demonstrates basic knowledge of Tier 1 service level support as relates to addressing
Hardware (PCor End-User Devices & peripheral equipment), and application software,
and operating system issues.
Exhibits sound customer service skills by effectively handling customer problems and
ensuring proper escalation procedures are followed to problem closure.
Demonstrates sufficient knowledge of call log tracking to record accurately all needed
Tracks all customer service items to completion.
Evaluates customer service issue to determine level of service needed.
Resolves all Tier 1 issues.
Escalates Tier 2 issues to appropriate resource.
Maintains and increases knowledge of application, hardware, mobile devices
and multiple operating system platforms
Works under direct supervision to accomplish daily assignments in support of team

Job Responsibilities

Provide brief description of four or five separate responsibilities (not tasks or
A Support Analyst I:

Provides laser-like focus on customer service and satisfaction with some knowledge and
experience of incident management, problem management and change management
processes, practices and procedures.
Serves as the first point of contact for the IS Department and act sas a liaison between
the client community and the rest of the IS Department
Adheres to Service Desk standards, processes and systems required to deliver consistent
high quality customer service
Diagnoses and resolves problems which may involve hardware, packaged software,
proprietary software and peripheral equipment over the phone, via remote control tools or
Maintains strong technical skills to provide prompt support for customers to determine
problems and provide resolutions
Manages Level 1 queues and recommends new queues to insure proper categorization
and assignment of issues. Coordinates queues for site/service, working with various
stakeholder groups.
Provides recommendations on how to improve the quality of service as well as reducing
repeat incidents.

Required Licenses, Certifications, Registrations
Licenses, Certificates, and/or Registrations required for the job:

A+ Certification within 90 days of placement into position.